COVID-19 UpdateRead More

Coronavirus (COVID-19): Oakwood's Commitment to Our Guests and Associates

Oakwood is closely monitoring the evolving situation surrounding the global spread and impact of the coronavirus (COVID-19).


The well-being, health and safety of our guests and associates continue to be our highest priority. We follow guidelines from the World Health Organization (WHO), and local authorities to ensure that every precautionary measure is taken to minimize the spread of the coronavirus.


Our Cancellation Policy

With the ongoing and increased uncertainty around the COVID-19 situation, we recognize and are committed to ensuring that our guests and customers enjoy flexibility during these times.


With that in mind, we have implemented the following at all Oakwood properties:

  • Waiver of change or cancellation fee for existing short-stay reservations of less than 30 nights, scheduled for arrival before June 30, 2020 . This can be done up to 24 hours before scheduled arrival.
  • For new short-stay reservations of less than 30 nights, made between now and June 30, 2020 for any future arrival date, a change or cancellation can be made at no charge up to 24 hours prior to scheduled arrival.
  • In regions affected by government-issued travel restrictions, Oakwood will continue to waive change or cancellation fee or offer full refunds.
  • For long-stay reservations of 30 nights and more, scheduled for arrival before June 30, 2020 , guests will have the option to rebook by December 31, 2020.
  • For early termination of lease for existing in-house guests, applicable for both individual and corporate lease, a credit for the remainder of unutilised nights will be extended for use by December 31, 2020.


Our Commitment to Your Well-Being, Health and Safety

We take the standards of cleanliness and hygiene at all Oakwood properties very seriously. In response to the coronavirus, we have taken additional measures to ensure that our cleaning and hygiene protocols are even more rigorous, in compliance with the guidelines of global and local public health authorities:

  • Increased frequency of cleaning and disinfection across all properties, especially in public areas with high traffic, including lobbies, lifts, door handles and public restrooms.
  • Provision of alcohol-based disinfectant hand gel, with surgical masks being available on request from the Front Desk.
  • Having all arriving guests and visitors have their temperature taken and checked upon entering the properties.
  • Extending travel and health declaration requirements to all guests checking in.
  • Ensuring that our associates are strictly observing all standard operating procedures as required, being vigilant with good personal hygiene practices in addition to having their temperature taken and monitored daily.


Our regional response team is always on standby to provide round-the-clock assistance to our properties, and are prepared to provide swift support and guidance should we be alerted to a case of coronavirus at one of our properties.


We are committed to remain vigilant, to safeguard the interests of our guests and associates. Thank you for the continued trust and support you have in Oakwood, and we look forward to welcoming you at one of our properties soon.


Updated: May 18, 2020